Bringing Travel, Transport & Hospitality Into a New Age
With DigitalGenius, you can unify data from multiple sources and rapidly resolve repetitive queries at scale, whether it’s flight changes, booking cancellations or refunds. Automated resolutions solve customer’s challenges seamlessly, regardless of channel or where customers are in the journey.
DigitalGenius AI can read and understand customer cancellation requests. With an instant reply and next steps provided, travelers are able to resume their journey with ease.
How many cases are being resolved? How much money is being saved? How many resolutions are partial, and how many are fully end-to-end? Our platform provides a real-time “health check” of your DigitalGenius implementation, giving you the insights needed to improve resolutions.
DigitalGenius is able to automatically prioritise cases. By ensuring faster response times to the most sensitive requests, and cutting out manual categorization work, DigitalGenius helps connect the right resource to the customer, ensuring their journey can resume as rapidly as possible.
Using AI, DigitalGenius can access internal loyalty systems. With an instant reply, the purchase journey of the traveler is made seamless, whilst removing low value and mundane work for customer service agents
DigitalGenius uses AI to recognize the intent of the message, and by querying third party order systems can respond automatically to customers with an up-to-date order status, delivering major time savings for customers and agents.
How DigitalGenius Works
Verena, Head of Customer Experience
"Our expectations of what was possible with AI were not only met, but exceeded. DigitalGenius has given us back control over our inbox – reducing our customer wait time by 93%. Customers are satisfied and our happiness delivery agents are more engaged and happier than ever"
"Working with the team at DigitalGenius has been fantastic. The guidance they provided made sure we delivered a great experience. Getting agents excited about DigitalGenius has been easy. Suggested responses help them resolve cases faster and they know that as they work with the AI, they train the automation to get better and free their time for more complex tasks."
Philipp Hörtenhuber, Head of Customer Happiness
“There has been a high uptake of agents usage and as we have seen in the last week it has become an integral part of their roles. To have this in place before our busy period and to see the number of deflections has been amazing.”
Pieter Groeneveld, Senior Vice President, Digital Air France - KLM
"KLM - By using artificial intelligence, KLM makes conversations with our customers even more timely, correct and personal. The is what characterizes KLM. With the use of AI we support our service agents with technology and should be able to answer many more questions in a shorter period of time. This is exactly what the customer needs.”
Marina Muniz, Head of Customer Support
"We chose DigitalGenius because we were excited about their ability to fully automate our most repetitive customer inquiry. Today DigitalGenius' AI platform is already handling 33% of all inbound customer service tickets, and over half of those are now fully resolved with zero agent involvement. It's allowing our agents to shift to a more proactive orientation. We love these results."
Emily Mitchell, Customer Experience Manager
"After only 3 months, DigitalGenius was automating 7% of The Perfume Shop’s total ticket volume, which enabled agents to invest additional time into solving more complex cases. Investing this extra time has led to an increase in overall customer satisfaction CSAT to 88%."
Joel Beach, Director of Customer Care, Imagine Learning
"DigitalGenius not only improved the response time in our contact center, with customer responses now 70% faster than they were without AI, they also expanded the capacity of my team to focus on more difficult tasks, and not repetitive tickets. We actually didn’t have to hire new team members for this entire past year. Since we implemented DigitalGenius, their team has also been extremely knowledgeable and easy to work with"
Maryvonne Hassall, Digital Strategy Manager, AVDC
"The best thing about DigitalGenius is that the AI is continuously improving. As it develops every day, AVDC is now looking at ways of automating even further, broadening the range of questions that we can answer so as to enhance our customers’ everyday experience. We can almost directly correlate DigitalGenius technology with our people management, allowing us the flexibility to move people around the organization and to use their time in a more productive customer-focused way.”
Featured Case Study
Founded in 1919, KLM Royal Dutch Airlines is the oldest airline in the world still operating under its original name. In 2016, the KLM Group operated worldwide flights with over 200 aircraft, generating... Read More
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